Last updated: 05 May 2025 • Version 1.2

Objective

This guide outlines the required configuration steps within Genesys Cloud for customers migrating from VideoEngager with Web Chat (Chat V2) to VideoEngager with Web Messenger.

Audience

• Genesys Cloud Administrators

• Technical Leads supporting frontend and QA integration

Disclaimer & Scope

Purpose: This Quick Start Guide is intended to support initial integration and testing activities by customer development and QA teams.

Out of Scope:
This document does not cover:

• Production Architect flows with business logic

• Error handling or advanced routing

• Backend or third-party integrations

Key Configuration Data

Provide the following to the frontend team integrating the VideoEngager widget:

1. Genesys Messenger Configuration & Deployment

Step 1.1: Create Messenger Configuration

1. Go to Admin → Message → Messenger Configurations

2. Click Create New

3. Set values as follows:

   • Messaging: Enabled

   • Clear Conversation: Enabled

   • Conversation Disconnect: Display status and disconnect session

   • User Interface: Off

   • Launcher Button Visibility: Hidden

   • Automatically Start Conversations: Enabled

4. Click Save

📘 Reference: Genesys Cloud Messenger Configuration Documentation

Step 1.2: Create Messenger Deployment

1. Go to Admin → Message → Messenger Deployments

2. Click Create New

3. Select the Messenger Configuration from Step 1.1

4. Assign deployment settings

5. Assign the Architect flow (after Step 2.6)

6. Click Save

📝 Record the generated Deployment ID — it's required by the frontend team.

Step 1.3: Configure Allowed Domains

1. In the Messenger Deployment (see Step 1.2), locate Allowed Domains

2. Add all domains where the VideoEngager widget will be embedded:

   • Production

   • Testing and Development

3. Click Save

Example:

yourcompany.com  
test.yourcompany.com  
*.dev.yourcompany.com

2. Genesys Architect Flow Configuration (Quick Start)

Step 2.1: Create Inbound Message Flow

1. Go to Admin → Architect → Inbound Message Flows

2. Click Add New

3. Fill in:

   • Flow Name: e.g., VideoEngager Web Messenger Routing

   • Default Language

   • Default Queue: Fallback queue for errors

4. Click Create Flow

Step 2.2: Create Minimal Pass-Through Flow

1. In the Architect flow editor:

   • Drag Transfer to ACD under the Start node

   • Configure:

     • Queue: e.g., VideoCall queue (define in your org)

     • Skills & Language: Leave blank

   • Add Disconnect to the Failure path

📷 Start → Transfer to ACD → Disconnect

✅ This flow enables basic message routing for integration validation.

Step 2.3: Configure Error Handling

1. Go to Event Handling → Error Event Handling

2. Set to Transfer to Queue and select a valid fallback queue

Step 2.4: (Optional) Set a Default Queue

1. Open the Data section in the flow

2. If using Flow.foundQueue, set its Initial Value to your default queue name

Step 2.5: (For Production) Enable Custom Attribute Routing

Not required for the minimal flow, but necessary for production.

Routing Attributes Used by VideoEngager:

Message.Attributes["context.queue"]  
Message.Attributes["context.skills"]  
Message.Attributes["context.language"]

Recommended Flow Additions:

• Use Get Participant Data to extract attributes

• Use Find Skill / Language actions

• Add Decision Blocks for fallback logic

• Route via Transfer to ACD with resolved data

📌 Confirm expected attribute names with your frontend team

Step 2.6: Save and Publish the Flow

• Click Validate to check

• Click Publish to deploy

Step 2.7: Assign Architect Flow to Deployment

1. Go back to Messenger Deployments (Step 1.2)

2. Edit the deployment

3. Under Architect Flow, select the published flow

4. Click Save

🕒 Changes may take a few minutes to reflect in Genesys Cloud

📄 Legal Notice

The information in this document is accurate as of its publication date and is subject to change without notice.
VideoEngager acknowledges the proprietary rights of other companies to their trademarks, product names, and other intellectual property mentioned herein.